Post-session transfers
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You can now set up a transfer to a virtual agent (VA) at the end of a chat or call. This configuration lets you set up an automated workflow. This lets you transfer customers to a VA for specific tasks, such as post-chat surveys or order status inquiries.

You can now configure post-session transfers for consumer-ended sessions. When the routing conditions are met, either at a global or queue level, and the consumer ends the chat, they will be automatically routed to a Virtual Agent.

Enable post-session transfer for chat globally

Go to Settings > Chat Settings and toggle Post-chat session transfers to On. The settings will expand.
Configure the following:
- Session type: Select your session to be transferred to VA. (For example, web, mobile).
- Virtual Agent: Select a previously onboarded virtual agent assigned to this queue.
- Pass Data Parameter: This section lets you add and edit data parameters. For more information see Pass data parameters to Virtual Agents and Virtual Task Assistants.
- Routing Conditions: This section lets you set the conditions for when the consumer ends the session to be routed to a Virtual Agent.
Use the checkboxes in the Data Records section to indicate if you want the data parameters passed to be included in the session metadata files or CRM records.
Click Save.

Enable post-session transfer for call globally

Use the following setting to set up a post-call session transfer:

Go to Settings > Call Settings and toggle Post-call session transfers to On.
The settings will expand.
Configure the following:
- Session type: Select your session to be transferred to VA.
- Virtual Agent: Select a previously onboarded virtual agent assigned to this queue.
- Pass Data Parameter: This section lets you add and edit data parameters. For more information see Pass data parameters to Virtual Agents and Virtual Task Assistants.
Use the checkboxes in the Data Records section to indicate if you want the data parameters passed to be included in the session metadata files or CRM records.
Click Save.

Enable post-session transfer for chat at the queue level

Note: Post session transfer is only available for chat sessions at a queue level.

Go to Settings > Queue > Web / Mobile
Go to Post-session Transfer.
1. You will see where settings have been inherited from those which exist, so you can decide if they need to change from the existing Global setting.
Click Configure to open the settings menu, where you can make changes.
Toggle Chats to ON.
1. Additional configuration settings will appear once this toggle is enabled.
2. Save any changes made.
Go to Chat Routing > Virtual Agent. The radio button for Virtual Agent is selected by default.
Select a Virtual Agent from the Virtual Agent Name drop-down. This selection is mandatory.
Toggle Data Parameters to ON if you want to include specific data parameters in the transfer data.
1. Any data parameters added will appear in a table and includes the following data:
- Destination field
- Value
- Type
1. You can edit or delete these parameters if you need to.
2. Click Add Parameter to open the Add Parameter menu:
3. Select the parameter type from the drop-down:
- Fixed
- Dynamic
  1. For Dynamic Parameters, select the Source from the following:
  - Session Metadata
  - Signed custom data
  - Unsigned custom data
1. Select your Incoming Field. This has either a field or a drop-down depending on the source selected in the previous step.
2. Signed and Unsigned custom data source types include a field.
3. A drop-down contains the following list for Session Metadata source type:
  - ANI
  - Call ID
  - Consumer ID
  - Ticket ID
  - Queue ID
  - DNIS / TFN
  - Latest Agent ID
  - Latest Agent Email
  - Queue Language
  - Current Sentiment Score
  - Overall Sentiment Score
  - Verified Customer
  - Bad Actor
  - Repeat Customer
4. Enter your Destination Field in the field.
5. You will then see a preview that includes the value of destination and incoming fields.
6. Click Save to save these data parameters.
Verify your Data Records settings by checking the boxes next to each option.
1. Include data parameters passed to Virtual Agent in metadata files is checked by default
2. Include data parameters passed to Virtual Agent in CRM records is checked by default
Set the Routing Conditions. These settings will support post session transfer to a Virtual Agent for consumer ended sessions. When the routing conditions are met within a session, and the consumer ends the chat session, they will be automatically routed to a virtual agent. Route completed sessions meeting any of the following conditions to virtual agents:
1. Select the checkbox and set the number of messages exchanged for Minimum of [ ] total messages exchanged in the entire session.
2. Select the checkbox and set the number of messages for Minimum of [ ] total messages exchanged in the last segment of the sessions.
Click Save.